Senior Advisor, Operational Performance

at  Toronto Transit Commission

JOB INFORMATION

Requisition ID: 10115
Number of Vacancies: 1
Department: Operations Support (20001207) - Operational Performance (30000530)
Salary Information: $105,541.80 - $131,986.40
Pay Scale Group: 10SA
Employment Type: Regular
Weekly Hours: 35 Off Days: Saturday & Sunday Shift: Day
Posted On: September 27, 2024
Last Day to Apply: October 10, 2024
Reports to: Manager, Operational Performance
The Toronto Transit Commission (TTC), North America’s third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:
Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.
Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.
The full Plan can be viewed on ttc.ca.

CAREER OPPORTUNITY

Looking for a new and exciting job opportunity? We are looking for a Senior Advisor, Operational Performance to join our team!
As a Senior Advisor, Operational Performance you will be responsible for supporting the Transportation & Vehicles Group with respect to service reliability and performance initiatives. You will work with operations, safety and customer experience data related to bus, subway, streetcar and wheel-trans operations. Providing strategic assistance to Management with respect to service performance issues and bringing forward strategic and innovative solutions. Leading the development and delivery of service reliability initiatives as well as transforming data analyses into operational strategies and actionable insights.

WHAT SKILLS DO YOU BRING?

• Apply analytical skills
• Apply the principles and practices of quality assurance
• Demonstrate knowledge of the industry and / or sector
• Gather information and conduct research
• Perform relevant mathematical calculations and statistical analyses
• Plan and organize activities / projects to meet section and organizational goals
• Provide specialized consultation
• Use office technology, software and applications

WHAT QUALIFICATIONS DO YOU BRING?

• A University Degree, or College Diploma in a related discipline (i.e., Business Administration, Statistics, Planning, Geography) or a combination of education, training, and experience deemed to be equivalent (combined with a few years of similar or related work experience).
• Experience leveraging data to develop operationally sound and cost-benefit sensible action plans.
• Demonstrated ability to analyse and integrate large amounts of data from various sources.
• Comprehensive knowledge of streetcar, bus and subway transportation principles, and the operations of the Streetcar, Bus and Subway Transportation Departments;
• Sound knowledge of relevant government legislation (e.g. Occupational Health and Safety Act, Human Rights Code, etc.) and an extensive body of rules, procedures and operational issues related to areas of responsibility;
• Good knowledge of budgetary principles, research methods and techniques.
• Sound judgement; superior oral communication and writing skills; good public speaking and presentation skills; excellent administrative, investigative, analytical and problem solving skills; well-developed organizational and interpersonal skills;
• Ability to develop, recommend and implement operation and administrative policies, procedures, standards, rules and performance measures;
• Ability to track multiple projects and make sound business decisions in a timely fashion to adapt to changing situations;
• Must have sound knowledge of statistical methods and techniques.
• Must have experience working with large volumes of data.
• Strong working knowledge of Microsoft Excel.
• Knowledge of at least one interactive data visualization software (e.g. MicroStrategy).
• Must be able to work independently and within a team environment.
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.
• Must have, or must develop, a knowledge of corporate and departmental policies and procedures applicable to the work performed.
• Experience using Python and ArcGIS is considered an asset.
• Experience in the public transportation industry is considered an asset.

• Closely monitor operational performance and service reliability, identify existing and emerging issues, investigate root causes and prepare action plans for addressing them.
• Support the development and management of a comprehensive Performance Management Framework for surface and subway operations, including the development of dashboards and operational performance metrics.
• Provide assistance and advice to Divisional and Transit Operations Management with respect to operational performance techniques and strategies. This includes the identification of operational challenges and preparing action plans and recommendations for addressing them.
• Provide mentorship as well as technical guidance and subject matter expertise to support the Analyst, Operational Performance and Advisors, Operational Performance, in delivering holistic, accurate and actionable analyses that are scalable and easy to reproduce.
• Develop and support the implementation of standards, programs and procedures designed to ensure Operator compliance with established schedule adherence expectations.
• Apply expertise in transit operations, quantitative data analysis, data mining and data visualization to help understand, quantify and communicate operational performance problems and solutions.
• Providing feedback to Service Planning on service plans to maximize the positive impact to the customer experience.
• Identify process gaps and business improvement opportunities by reviewing dashboards and deep diving into untapped data.
• Conducts and/or directs various analyses and cost/benefit studies of operations, including interpreting results of studies as well as developing and recommending alternatives to correct deficiencies and improve operational efficiency.
• Prepares and monitors performance measures for various aspects of the business to ensure safety, efficiency and quality of services provided.
• Recommends priorities and assists departmental staff with respect to critical areas for improvement.
• Represent the section on internal and external committees and deliver presentations to senior management and external stakeholders.
• Researches information and develops reports and presentations to outline and clarify complex operational performance-related issues.
• Integrate and articulate complex data analyses and insights into a clear and simple format to support Senior Management in making decisions.
• Participation in the TTC Customer Service Ambassador Program.
• Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (if applicable and within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer.